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As long time collaborators, the team behind the ‘Beats By Dre’ in store and digital shopping experience were no strangers to challenging us with new ways to simplify & amplify the shopping experience for customers. Beats wanted to create an intuitive, modular, immersive and informative discovery platform for their (in-store and remote) consumer; as well as for their customer rep training. The system needed to flex to hold few-many products.
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Beats by Dre launched the platform now live in 300+ Apple Stores worldwide.
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Lead product designer.
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Hero banner depicting the “Beats MTRX 2024” title and Beats by Dre brand logo.
beatsExperiencePlatform-hightlightVideo.mp4
Hero video showcasing the core flow of the Beats MTRX platform.
High-footfall brick and mortar stores require numerous systems of efficiency in order to create an viable experience for customers. However this places an eventual and notably undue burden on the customer service representatives; a self-service information system helps to reduce this load on multiple fronts. A self contained system is able to simultaneously offload part of the sales process, improve customer understanding & level of information, and filter passive shoppers in favour of more certain buyers.
Improving the in-store experience for customers isn’t immune to indirect benefits. It seems that providing the customer service reps a foundational tool, to both refer to and centre the conversation with the customer around, allows for more dynamic and levelled interactions. Why? A source of truth (the platform, feature list & product descriptions) does better to define a shared vernacular for those not ‘in the know’, but also provides a non-verbal tool to communicate the gray areas consumers may not be so readily able to express.
Basic scamps of core screens within the MTRX platform.
We began by outlining the essential elements to include within the platform:
Attract: A customisable passively looping animation showcasing the various products currently available in store. Learn: The primary body of the platform; a chapter system allowing users to uncover aspects of each of the available Beats by Dre range. Compare: A comprehensive chart listing the features of each of the available devices as well a system allowing for easy comparison. Decide: A dynamic but simple ML powered scoring system that allows users to select up to 5 plain text descriptors and receive 3 ranked product suggestions.